Screen Sharing Crashes/Cannot Connect to Live Room

Modified on: Tue, Jan 5, 2016 at 9:18 PM

A Recent Flash Update is Affecting Screen Sharing

Early last week, Adobe and Microsoft released an update to the Flash Player for Internet Explorer, both for Internet Explorer in the form of a Windows Update (KB3132372) and a standalone browser update for Chrome and Firefox (ver 20.0.0.267). This update has created many issues with Windows software that uses Flash, like Skype and many others, and our Screen Sharing software was also unfortunately affected. While Microsoft and Adobe are working to release a patch to this update, Webinato has released a new version of the Screen Sharing software to help combat the problems caused by this update.

We have released a new version of the WebinatoScreenSharingSetup.exe file, as of 12/31/2015.

Please clear your browser cache and upgrade the software at your earliest convenience by entering a room and clicking the Start Screen Sharing button. You will be prompted to Upgrade:

Clicking Upgrade will download the new installer. Please look in your default Downloads Folder and run this installer. You will see a window that says Installation Complete, and you can click OK. Then return to the Webinato room, and click Yes, then click Launch.

The Screen Sharing software should now launch as normal. You may have to allow the application to launch and have access to the network, depending on your browser, so please click Launch or Allow, as appropriate.

COMMON PROBLEMS

To make sure your room is getting updated information from our servers, please end the room for all, wait a few minutes, then relaunch. This is especially true for rooms that have been open since this weekend.

Before launching Screen Sharing, clear your browser cache.

If you get the error box "cannot connect to the live room", please click OK and attempt to restart the Screen Sharing as before. It should work on the second attempt. If not, please restart your computer and try again.

On Windows 10, the Screen Sharing Software may unexpectedly quit. Please make sure your computer is fully updated before installing and running the Screen Sharing software. If this STILL does not work for you, continue reading below to uninstall Windows Update KB3132372.

If you run into any further problems, please click the Create A New Support Request button, or initiate a Live Chat with one of our agents, and we will be happy to help you.

If you cannot install the new Screen Sharing software from your room, please use the direct download link below:

If you still are having trouble getting the Screen Sharing software to load properly after following the above steps, please read below for more details:

We have been able to narrow the problem down to a recent
update to Adobe Flash Player for ActiveX, a necessary component for our Screen
Sharing software. This is also the version of flash that Internet Explorer uses
to show Flash content. Updating to the latest version (20.0.0.267), or installing Windows Update KB3132372, will cause
the Screen Sharing software to give you an error stating it is not able to
connect to the live room. As a temporary workaround, we suggest that you
uninstall your current version of ActiveX Flash Player from your system, and
roll-back to the previous secure version (20.0.0.228) or uninstall the KB3132372 update. Please follow these steps:

You must uninstall Windows Update KB 3132372 in order for
Screen Sharing to work properly. To do this:

Click the Start Button, or open a search in Windows Search
box (Win 8) and type "View Installed Updates". Alternatively, you can
go to the Windows Control Panel, click on Programs and Features, and then click
the View Installed Updates link on the left side of the window.

Find the update KB 3132372 in the list, right click it and
select Uninstall

After reinstalling the older version of the Flash plugin, or
removing the offending Windows Update, Screen Sharing should work as normal. Please remember that this is a temporary
workaround to get your Screen Sharing up and running. For a permanent fix to this problem, please look at the instructions above to Upgrade your Screen Sharing software. If you
run into any issues either uninstalling or reinstalling the ActiveX Flash
Player, or with anything else, please contact us via Live Chat at http://support.omnovia.com and one of our agents will walk you through the procedure.

For this, it will be very helpful if you can have a software called TeamViewer installed so our agents can remotely connect to your computer to help you, should the need arise. Please visit http://www.teamviewer.com to install this small piece of free software, and be prepared to give the live agent your Partner ID and Password, given to you on the main screen of the TeamViewer software.

We realize your business relies on the stability of our platform, and while some automatic Flash updates may have very unwanted consequences, we will always be here for you to make sure our platform works the way you expect, every day.

We sincerely apologize for any inconvenience this may have
caused you and your customers, and please know that we are working on a
permanent fix right now. We will update you again once this fix is in place,
and we thank you for your patience.